Open to opportunities

Michelle Lucas

@michellelucas

Executive administrative professional with 30+ years supporting leaders, streamlining operations, and improving customer outcomes.

United States

Message

What I'm looking for

I’m looking for a role where I can support executives and customers with dependable, process-driven administration—managing calendars, records, and order workflows—while continuing to improve SOPs, onboarding, and accuracy in a fast-paced environment.

I’m an executive administrative and order-entry professional with 30+ years of experience supporting leaders, coordinating day-to-day operations, and strengthening client and vendor relationships in fast-paced, deadline-driven environments. I’m known for reliability, discretion, and practical process improvement.

Over my career, I’ve consistently delivered top performance—recognized as a top-performing team member for nine consecutive years while supporting 40+ client accounts and processing 200+ orders monthly. I provide executive-level support through scheduling, travel and meeting coordination, customer communication, and daily operational priority management.

I also focus on building systems that scale: I author training manuals, account procedures, and SOPs to streamline onboarding and improve accuracy and turnaround time. I manage records and compliance requirements, use Salesforce CRM and SharePoint to keep information organized, and produce reporting and data-driven recommendations to help teams close gaps and strengthen the customer experience.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Evaluator

Current

Independent Contractor

May 2025 - Present (1 year 3 months)

Conduct detailed customer experience evaluations for national brands, assessing service quality, operational compliance, and employee performance against company standards. Produce data-driven reports with actionable recommendations to support clients’ service improvement initiatives.

Customer Experience Evaluation Service quality Operational Compliance Evaluating Employees Data Reporting Actionable Recommendations

Account Coordinator

Allied Stone, Inc.

Jun 2017 - May 2025 (7 years 11 months)

Coordinated customer and builder accounts, processing 200+ customer orders per month with consistent accuracy while meeting production and project deadlines. Provided executive-level support to two executives and two managers and developed training manuals, account procedures, and SOPs to streamline onboarding and operations.

Customer Account Management Builder Account Support Order Processing Order Coordination Executive Support SOP Development Process Improvement SharePoint Customer Service Cross functional Coordination

Call Center Associate

Managed Health Net

Mar 2016 - May 2017 (1 year 2 months)

Assisted patients and providers with referrals, benefit verification, eligibility review, and appointment coordination. Researched and resolved member inquiries while maintaining HIPAA compliance and documented interactions accurately in company systems.

Customer Service HIPAA compliance Benefit Verification Eligibility Review Referral Coordination Appointment Coordination Member Inquiry Resolution Healthcare Administration

Administrative Assistant / Facilitator

County Probation Dept.

Aug 2002 - Aug 2015 (13 years)

Supported daily administrative operations for department leadership, managers, and staff in a highly regulated government environment. Coordinated employee onboarding and training, maintained confidential personnel and payroll records, and conducted compliance audits and documentation reviews.

Administrative Operations Employee Onboarding Training Facilitation Certification Support Compliance Reporting Recruitment coordination Compliance Audits Documentation Review